CRM Testing

Providing an engaging user experience is the key to customer loyalty. The Customer Relationship Management (CRM) and Call Centers applications play a big part in achieving this goal.

QualiTest methodology for testing CRM and Call Center applications includes:

• Understanding the business processes and service policy
• Verifying design compliance to the organization policy and processes
• Converting the customer relationship and service processes to operational test scenarios
• Involving end users as a strategic element in the process
• Testing compliance between the implementation and the CRM core infrastructure
• Conversion and integration with external systems using QualiTest internal tools

Test areas:

• Test algorithm for complete coverage of IVR scenarios
• Combining automated tool (WinRunner) and unique scripts for full connectivity with tested system and test tools
• Interoperability testing of PBX and IP operators
• Test CTI systems by using protocol analyzers while testing parameters, QOS and other KPIs
• Testing distributed systems by using E1 and LAN simulator and testing system behavior under real conditions such as packet loss, jitter, :latency etc
• Unique load and volume testing that combine calls, users and data